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Contents

Safety and compliance

“In the past, only the most motivated customers who were pre-

pared to contact customer care or put pressure on their dealers,

managed to obtain the parts they were looking for. Now, every-

thing is structured,” explains Eric. Customers can consult a dedi-

cated section on the Petzl website, which lists all the spare parts

available, with photos, compatibility information and detailed

descriptions.

Professionals can now access spare parts via a dedicated plat-

form, while private customers go through approved dealers.

T

he aim was to create a clear, seamless customer journey. De-

pending on the parts and product categories, there are two ac-

cess options:

| Parts can be ordered directly: Around 80% of parts can be

ordered via the Petzl Dealer website by resellers, or via an au-

thorised distributor for private customers.

| Parts requiring a service check: For safety or compliance

reasons, some parts cannot be ordered directly. “For PPE (Per-

sonal Protective Equipment), ensuring that the right spare part

is s

elected and that it is correctly f itted is crucial.”

This new service sees Petzl moving beyond its traditional role as

an equipment manufacturer, and becoming a complete supplier,

capable of meeting users’ expectations not only in terms of the

product itself, but also in terms of maintenance and repairability.

A program born of observation

When Éric Dominicy took over the Customer Care & Techni-

cal Support department four years ago, he quickly identif ied a

major issue - the after-sales service needed to be reconnected

with the rest of the company. “The customer care service was

very customer-focused, but internally, it lacked tools to connect

it to other departments. Spare parts, for example, were not listed

in our information systems. It was impossible for our customers

or resellers to know what was available,” he explains.

The parts were stored in informal conditions, “in a small room in

the middle of the workshop, with no thought given to their orga-

nisation or presentation. Everything was managed by hand. We

ur

gently needed to rethink our approach.” This was the backsto-

ry for the spare parts project.

A collaborative approach across

departments for a successful

transition

The f irst step was to sort the 700 spare part numbers available.

“After a big clean-up job, we ended up with 200 really useful part

numbers. These were injected into our information systems,

with precise descriptions and explanatory notes to make them

visible and accessible to our customers

This transformation required close collaboration between dif fe

rent departments Ensuring that spare parts could be ordered

required adjustments throughout the companys information

systems and involved all business lines including marketing

purchasing RD procurement logistics and sales administra

tion

Facilitating

reparability

Repair is a key issue at a time when we are looking

to consume less and increase the use of items. At

Petzl, we have designed a programme to organise

access to spare parts for our customers, in order

to make it easier to repair products. Eric Dominicy,

head of our after-sales service, explains.

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